Insurance Documentation Policy

Cayo Dental Hospital – Patient Information & Guidelines

At Cayo Dental Hospital, we understand that many patients require dental documentation for medical insurance claims, reimbursement purposes, or employer verification. To ensure accuracy, compliance, and fairness, we follow a structured verification process before issuing any insurance-related documents.

This policy explains procedures, timelines, and patient responsibilities.

1. Documents We Provide for Insurance Purposes

Patients may request the following documents for insurance claims or official verification:

• Itemized Bills & Payment Receipts

• Treatment Diagnosis Summaries

• Medical Certificates (Dental)

• Insurance Claim Support Letters

• Treatment Reports (upon request)

• X-ray and Investigation Records (where applicable)

2. Verification Requirement

Insurance documentation is issued only after internal verification to ensure:

• Treatment has been properly recorded

• Payment details match the billing system

• Documents comply with professional and legal standards

• No false or incomplete information is issued

This protects both patients and the hospital from claim rejection or misuse.

3. Processing Time

Insurance documents are not always issued instantly at the cashier counter.

Typical timelines:

• Bills & Receipts: Same day (upon request)

• Medical Certificates / Diagnosis Reports: Within 1–2 working days

• Detailed Insurance Reports: Within 3–5 working days, depending on complexity

Patients will be informed once documents are ready.

4. Request Procedure

To request insurance documentation, patients must:

1. Submit a written request at the reception or Patient Support Unit

2. Mention the purpose of the request (insurance/employer/etc.)

3. Allow the required verification period

4. Provide patient registration details or identification

All documents are released only through authorized hospital channels.

5. Patient Responsibilities

To avoid delays, patients are advised to:

• Inform staff early if insurance documents are required

• Ensure billing and treatment details are accurate at discharge

• Avoid urgent last-minute requests outside working hours

6. Ethical and Legal Limitations

Cayo Dental Hospital will not issue:

• False diagnoses

• Altered treatment dates

• Inflated invoices

• Documents for procedures not performed

Any request that violates ethical or legal standards will be refused.

7. Complaints and Support

If you believe there has been an error or delay, the hospital will conduct an internal review and take corrective action where necessary.

8. Contact for Documentation Requests

For all insurance-related documentation requests, please contact:

Patient Support Unit – Cayo Dental Hospital
📞 Hotline: 081 768 8288
📍 Clinic Address: No 398, Peradeniya Road, Kandy, Sri Lanka

Final Note

Insurance documentation requires careful verification. We appreciate your patience and cooperation in allowing the hospital the necessary time to complete this process responsibly.